The Retail Report for October shows that online retailers should understand Big Spenders, customers who spend $500+ annually online with expectations for a smooth, well-integrated experience.
A CFI Group and Radial survey of 500 online retail customers shows that Big Spenders make up 39% of all retail eCommerce customers. These Big Spenders represent significant revenue for retailers, but retailers must be prepared to deliver a great experience for Big Spenders even as traffic surges during peak season.
“Scaling for peak season can be challenging for retailers,” says Robin Gomez, Director of Data and Analytics for Radial. “Retail operations must be scalable to accommodate the large bursts of activity experienced during peak season, while delivering an experience that meets the high expectations of today’s sophisticated online shopper. A clumsy online experience, delays in customer service response times, or inadequate customer support options can have a severe impact on sales and customer loyalty.”
Retailers must understand Big Spenders and prepare to meet their expectations in three areas: an intuitive website experience, live agent interactions, and agent account access.
Download the complete report to find out how retailers can optimize the retail experience for Big Spenders.
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